Citizen Services Directory

Metro Council WA | Serving Our Community Since 1998

Last Updated: March 2024 | Next Review: September 2024

About This Directory

This comprehensive directory outlines all services available to our 85,000 residents across the Metro Council area. As part of our digital transformation initiative, many services are now available online through our new citizen portal (launched February 2024), though we maintain in-person options for all essential services.

Quick Access: Visit metrocouncil.wa.gov.au/services or call our main line (08) 9234 5000.

Planning & Development Services

Director: Farah Haddad | Phone: (08) 9234 5120

Development Applications

What We Do: Process residential and commercial development applications, including single dwellings, subdivisions, multi-unit developments, and commercial projects.

How to Apply: - Online: Submit through Development Application Portal (preferred method) - In-Person: Planning counter, Level 2 - Tuesdays & Thursdays 9:00am-4:00pm - By Post: PO Box 1024, Perth WA 6001

Fees (Current as of July 2024): - Single dwelling: $1,247 - Subdivision (2-5 lots): $2,850 - Multi-unit development: $3,420 + $185 per additional unit - Commercial/industrial: $4,275 + 0.12% of construction value

Processing Times: - Minor applications: 15 business days - Standard applications: 30 business days - Complex applications: 60+ business days

Note: State housing density requirements have increased application volumes significantly. We recommend pre-lodgement meetings for all multi-unit proposals ($450 fee applies).

Building Permits & Inspections

What We Do: Issue building permits, conduct mandatory inspections, and provide building compliance advice.

Online Services: - Submit building permit applications - Book inspection appointments - View inspection reports - Download certificates of occupancy

Inspection Booking: Available online 24/7 or call (08) 9234 5145 by 2:00pm for next business day.

Planning Advice & Enquiries

What We Do: Provide preliminary planning advice, zoning information, and heritage requirements.

How to Access: - Planning Enquiry Service: Free 15-minute consultations, book online - Detailed Planning Reports: $275 (includes site visit and written report) - Heritage Assessments: $450 for residential, $850 for commercial

Waste Management Services

Managed by Corporate Services | Director: Margaret Chen

Residential Waste Collection

What We Provide: - Weekly general waste collection (240L bins) - Fortnightly recycling collection (240L bins)
- Monthly green waste collection (240L bins) - Bulk waste collection (2 collections per year)

Collection Days: View your collection schedule at metrocouncil.wa.gov.au/bins or call (08) 9234 5080.

Additional Services: - Extra bins: $89 per bin per year - Missed collection reports: Submit online or call by 5:00pm on collection day - Bin repairs/replacements: Free for standard wear, $65 for damage

Commercial Waste Services

Available Services: - Regular collection contracts - Skip bin hire (2m³ to 10m³) - Construction waste disposal - Hazardous waste collection (quarterly service)

Enquiries: Commercial Waste Team (08) 9234 5082 | waste.commercial@metrocouncil.wa.gov.au

Recycling Drop-off Centre

Location: 47 Industrial Drive, Welshpool

Operating Hours: - Monday-Friday: 7:00am-4:00pm - Saturday: 8:00am-12:00pm - Closed Sundays and public holidays

Accepted Materials: E-waste, batteries, paint, oil, garden chemicals, fluorescent lights Resident Access: Free with proof of address

Parks & Recreation Services

Coordinator: Ben Abbott | Phone: (08) 9234 5090

Parks & Reserves Booking

What We Manage: 47 parks and reserves, including 8 sporting facilities, 12 playgrounds, and 3 dog exercise areas.

Booking Required For: - Sporting facility hire: $45-$120 per session - BBQ shelter bookings: $25 per 4-hour session
- Event permits (50+ people): $150 base fee + additional charges - Commercial photography: $85 per session

How to Book: - Online: Parks booking system (available 24/7) - Phone: (08) 9234 5090 during business hours - In-Person: Customer Service Centre

Sports Ground Maintenance

What We Provide: - Turf maintenance and line marking - Irrigation system management
- Equipment storage facilities - Change room cleaning and maintenance

Seasonal Booking: Applications open annually in February for April-September season.

Tree Services

What We Do: - Street tree planting and maintenance - Tree removal assessments - Pruning of council trees - Private tree dispute mediation

Request Tree Services: Submit online form with photos and location details. Standard response time: 10 business days.

Note: The Urban Forest Strategy implementation is ongoing - some tree removal requests may be delayed pending new policy guidelines.

Community Services

Manager: Tony Sparks | Phone: (08) 9234 5050

Library Services

Three Library Locations: - Central Library: 125 Main Street, open Monday-Saturday - Riverside Branch: 67 River Road, open Tuesday-Saturday
- Hillside Branch: 234 Hill Street, open Wednesday-Friday + Saturday mornings

Services Available: - Book borrowing (3-week loans, 3 renewals) - Digital resources: e-books, audiobooks, online databases - Computer and WiFi access - Study spaces and meeting rooms - Children's programs (story time, holiday activities) - Adult learning workshops

Membership: Free for Metro Council residents. Proof of address required.

Community Development Programs

Current Programs: - Senior Citizen Services: Transport assistance, social programs, wellness checks - Youth Development: After-school programs, leadership training, mentoring - Multicultural Support: Language classes, settlement services, cultural events - Community Grants: Up to $5,000 available quarterly (applications due 15th of March, June, September, December)

Access: Most programs require registration. Contact Community Development Team (08) 9234 5055.

Community Facilities Hire

Available Venues: - Council Chambers: $180 per session (max 120 people) - Community Centre Main Hall: $95 per session (max 200 people) - Meeting Rooms 1-4: $35 per session (max 25 people each) - Kitchen facilities: $45 additional (when available)

Booking Requirements: - Public liability insurance ($20M minimum) - Bond payment: $200-$500 depending on venue - 48-hour cancellation notice required

Regulatory Services

Animal Management

Services Provided: - Dog and cat registration - Animal complaint investigations
- Lost pet assistance - Ranger patrol services

Dog Registration Fees (2024-25): - Registered dogs: $25 annually - Unregistered dogs: $50 annually
- Pensioner discount: 50% off registration - Dangerous dog registration: $200 annually

Report Issues: Animal complaints can be submitted online 24/7 or by calling (08) 9234 5070.

Parking Services

What We Manage: - On-street parking enforcement - Parking permit issuance - Disability parking permit processing - Loading zone applications

Parking Permits: - Resident parking permits: $95 annually (maximum 2 per household) - Visitor parking permits: $2.50 per day (book of 10 for $22) - Tradesperson permits: $45 per month

Apply Online: Permits available through citizen portal with 3-5 business day processing.

Health & Safety Inspections

Services Available: - Food business registration and inspections - Public health complaints investigation - Noise complaint mediation - Swimming pool barrier inspections

Food Business Registration: Required for all commercial food operations. Base fee $285 + annual inspection fees $150-$650 depending on risk category.

Customer Service & Payments

Contact Options

In-Person Services: - Customer Service Centre: Ground Floor, Metro Council Building - Monday-Friday: 8:30am-5:00pm - Limited Saturday service: 9:00am-12:00pm (rates payments only)

Phone Services: - Main Reception: (08) 9234 5000 - After Hours Emergency: (08) 9234 5000 (press 1) - Available for: water/sewer emergencies, dangerous trees, road hazards

Online Services: - Citizen Portal: Full service access at metrocouncil.wa.gov.au - Email: info@metrocouncil.wa.gov.au - Social Media: @MetroCouncilWA (Facebook, Instagram)

Payment Methods

Accepted Payment Types: - Online: Credit/debit cards, direct debit, BPAY - In-person: Cash, EFTPOS, credit cards - Phone: Credit/debit cards (surcharge applies) - Mail: Cheques payable to "Metro Council WA"

Payment Locations: - Council offices - Australia Post outlets (BPAY) - Selected newsagents and pharmacies

Digital Services & IT Support

Director: Aiden Cross | Phone: (08) 9234 5030

Online Account Management

Citizen Portal Features: - View and pay rates notices - Submit service requests - Track application progress
- Book facilities and services - Access forms and documents - Receive notifications and updates

Registration: Create account at metrocouncil.wa.gov.au/portal using rates notice reference number.

Digital Literacy Support

Available Programs: - Basic computer skills training (monthly sessions) - Online services tutorials - Smartphone and tablet workshops - One-on-one digital support appointments

Book Sessions: Call (08) 9234 5055 or visit any library location.

Emergency Services & After Hours

Emergency Contacts

Council Emergency Line: (08) 9234 5000 (Press 1) Available 24/7 for: - Road hazards and traffic light faults - Water and sewer emergencies
- Dangerous trees threatening property - Storm damage to council infrastructure

Other Emergencies: - Police, Fire, Ambulance: 000 - SES (Storm/Flood): 132 500 - Gas Emergency: 1800 427 532 - Electricity (Western Power): 13 13 51

Council Disaster Coordination

During major incidents, council activates the Local Emergency Management Committee. Updates provided via: - Council website homepage - Social media channels - Local radio (6PR, ABC Perth) - Emergency text alerts (register online)

Fees & Charges Schedule

Current as of July 1, 2024 | Next review: July 1, 2025

Note: A complete fees and charges schedule is available at metrocouncil.wa.gov.au/fees. Key changes for 2024-25: - Planning application fees increased by 3.2% (CPI adjustment) - Introduction of online service discounts for selected transactions - New sustainability rebate program reducing fees for environmentally beneficial applications

Payment Plans: Available for amounts over $500. Contact Corporate Services on (08) 9234 5010.

Service Standards & Complaints

Our Service Commitments

Phone calls answered within 4 rings or 20 seconds
Email responses within 2 business days
Service requests acknowledged within 1 business day
Planning applications: statutory timeframes met 95% of the time
Customer service satisfaction target: 85% satisfied or very satisfied

Making a Complaint

Complaint Process: 1. Informal Resolution: Speak with relevant service area first 2. Formal Complaint: Submit via online form or written letter 3. Executive Review: If unsatisfied with initial response 4. Ombudsman: External review option available

Response Timeframes: - Acknowledgment: Within 2 business days - Initial response: Within 10 business days
- Complex matters: May take up to 25 business days

Contact: complaints@metrocouncil.wa.gov.au or (08) 9234 5001

This directory reflects services as of March 2024. Some services may be temporarily modified due to ongoing digital transformation projects. For the most current information, visit metrocouncil.wa.gov.au or call our main reception.

Document Owner: Tony Sparks, Manager - People, Culture & Community Engagement
Next Scheduled Review: September 2024